If you run marketing or lead generation campaigns, you know that form length is one of the biggest drivers of drop-off rates. Long forms with dozens of fields stacked vertically can overwhelm users, causing them to leave before submitting their information. To solve this, we’ve introduced Multi-Step Forms—a simple yet powerful way to break your forms into clear, sequential pages.
In this guide, we’ll walk you through how multi-step forms work, how to set them up in your dashboard, and how to use advanced options like conditional logic and automated WhatsApp lead routing.
Why Use Multi-Step Forms?
Converting web visitors into qualified leads requires removing friction. Here is why switching to multi-step forms can boost your conversion rates:
- Reduced Friction: Breaking 10+ fields into 2 or 3 digestible steps prevents form fatigue.
- Clear Structure: Grouping related questions (e.g., Personal Info → Location → Specific Preferences) keeps the questionnaire intuitive.
- Maintained Functionality: All existing powerful features—such as pricing calculators, dynamic conditions, webhooks, and WhatsApp routing—work seamlessly across steps.
Step-by-Step Guide to Setting Up Multi-Step Forms
1. Create or Open Your Widget
Log in to your dashboard and navigate to your agent settings. Open the form inside your existing widget, or start a new form from scratch. This follows the exact same creation process you are already familiar with.
2. Add Form Fields & Organize Sections
Add all the fields required for your campaign (e.g., Name, Email, Phone Number, City, Neighborhood). You can also add Help Text fields before a group of inputs to guide the user (for example: “First, we need your basic contact details”).
3. Insert a Step Break
To split your form across separate screens:
- Find the field where you want the current step to end.
- Click the Add Step option located right underneath that field.
- Click Save.
You can add steps anywhere in your form sequence. If you ever want to merge pages back together, simply click Remove on the step divider and save changes.
4. Configure Required Fields & Step Validation
Step-by-step navigation includes built-in field validation. If a mandatory field on Step 1 is left blank, the user will see a clear warning prompt and will not be able to proceed to Step 2 until all required fields on that page are filled out.
You can review and test here: https://services.tochat.be/whatsapp-business-directory/d82c4949-6cbb-4079-9a52-ac1065146791
5. Apply Conditional Logic Across Steps
Dynamic fields work smoothly across multi-step layouts. For instance, if you ask for the user’s city in Step 2, you can set conditional rules to reveal additional fields dynamically based on their answer:
| User Input (City) | Triggered Action / Field Shown |
|---|---|
| Madrid or Barcelona | Displays an extra field: “Please enter your neighborhood” |
| Toledo | No additional fields required; proceeds directly to next step |
Lead Delivery & CRM Enhancements
Instant WhatsApp Lead Notifications
Once a user completes the final step and submits the form, all lead details collected across every step are immediately formatted and sent directly to your WhatsApp account. You can instantly start a conversation with your prospect right away.
New Feature: One-Click Bulk Lead Deletion
To make testing and staging easier, we’ve added a bulk deletion option in your CRM control panel:
- Clean Sandbox Testing: Easily delete all test submission data with a single button click before launching campaigns into production.
- Enhanced Security: To prevent accidental loss of sensitive lead data, clicking bulk delete triggers an explicit confirmation email to the account administrator. The lead data is only wiped after confirming via the secure email link.
Summary & Best Practices
For any form containing 5 or more fields, implementing a step-by-step layout provides a cleaner experience and significantly improves conversion performance. Your webhooks, CRM integrations, email notifications, and landing page designs remain fully intact—meaning you can upgrade your forms today without reconfiguring your backend setup.